Global prime broker backed by proprietary technology and dedicated service.
Customer Experience Manager
Location
Poland
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Customer Experience Manager
EXANTE
• Represent the customer voice • Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems. • Connect with stakeholders across the business to turn insights into action. • Track and boost satisfaction • Build a framework to track satisfaction metrics. • Talk to clients directly (phone, online, face-to-face) to gather feedback. • Analyse feedback to spot trends, fix issues, and drive satisfaction higher. • Build a customer-first culture • Lead initiatives that put the customer at the centre of how we work. • Challenge the status quo and keep teams accountable for service quality. • Own escalations and resolution • Act as the main escalation point for our key clients. • Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases. • Monitor market trends • Monitor market trends and competitor practices to stay ahead. • Recommend specific improvements to make our experience better. • Manage customer welfare • Own our welfare processes. • Identify vulnerable clients and ensure regional teams have the support measures they need. • Improve key touchpoints • Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.
Job Requirements
- You influence teams and deliver results in a complex organisation.
- You build strong relationships and manage stakeholders effectively.
- You understand how to build customer-first processes and frameworks.
- You have a track record of driving results in competitive, regulated financial markets.
- You use data to make decisions and measure your impact.
- You communicate complex concepts clearly.
- Background in finance or investment services.
Benefits
- Competitive salary that reflects your experience and the value you bring.
- Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best.
- Flexible benefits package — choose the options that suit your life, not a one-size-fits-all bundle.
- A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way.
- Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast-moving industry.
- Connection beyond your desk — events that bring our teams together to network and celebrate.
- Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries.
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